The registrar probably treats all their customers shoddily when problems arise, and itch may not be that large a customer—do we know how many domains itch actually had with them? Probably not enough to form a significant percentage of the registrar's income, and either that or the possibility of Rabid Attack Lawyers (which the big companies like Microsoft have on retainer) would be required to get special treatment from many companies.

I'm not saying that the registrar is in the right. They messed up, and it would serve them right to go under for this (although they probably won't). I'm just saying that it's unsurprising that itch was mistreated by a corporate bureaucracy.